1. FREDERICK DEABREU
159 Ferncroft Road
Mineola, NY 11501
freddeabreu1@gmail.com 516.385.8674 www.linkedin.com/in/freddeabreu
CUSTOMER-CENTRIC PROCESS / PROJECT MANAGER
Recognized for increasing revenue and lowering costs by effectively supporting and developing employee capabilities.
Comprehensive background in large Multi-Service Organizations (MSO), serving as established “go-to person” for
building cross-organizational relationships. Demonstrated success driving cohesive, sustainable and effective
solutions to diverse and complex business needs.
Expertise includes:
− Project Management − Performance Coaching
− Process Evaluation / Improvement − Team Building / Leadership
− Technical / Non-Technical Concepts − Rapport Building / Communications
PROFESSIONAL EXPERIENCE
PREPAID VENTURES, New Hyde Park, NY 2015 – 2016
Manager, Call Center Operations Manager 2015-2016
Managed and developed multiple Call Centers in a Product driven Prepaid Debit card industry
• Maximized performance of Call Center by reducing the abandon call ratio by over 50%
• Increased Call Center productivity by over 40%
• Reduced daily staffing by over 50% and still maintained less than 10% abandon rate
• Developed and implemented reporting to quantify Call Center productivity and utilization
• Developed and implemented a structured work and break schedules which maximized utilization of the Call
Center Representatives
• Developed and implemented a Quality Call Monitoring system to ensure uniformity and promote call excellence
• Developed and implemented a monthly bonus and incentive program to incentivize the representatives
• Revamped the Call Routing system to ensure calls were better managed and level the work load for all CSRs
• Manage and review statistical analysis for more than 4 different Debit card products
CABLEVISION SYSTEMS CORPORATION, Melville, NY 2004 – 2014
Manager, Operational Readiness / Process Assurance 2008 – 2014
Managed key projects which incorporated operational business units across Cable and Communications.
• Ensured maximum benefits to customers, internally and externally, on product-driven initiatives as well as
technology-driven initiatives through beta testing, building FAQ on public site for support, working with
marketing team to build video tutorials to support product, updated internal support site with information to
assist representatives, designing and directing training teams through building training decks to support
initiatives.
• Designed, developed and implemented business processes and process improvement, supporting all Customer
Service initiatives and / or any cross-organizational initiatives.
• Ensured use of standardized operating process and practices throughout Cable and Communications organization
by utilizing Knowledge Database, directed representatives to access all information on any new policy or
procedure. Eliminated isolated training and developed 1 training for all representatives in all 6 contact centers.
• Provided operational guidance and direction, ensuring timely implementation of standard policies, processes and
supporting tools (Knowledge Management / TSGNews).

2. FREDERICK DEABREU freddeabreu1@gmail.com PAGE TWO
CABLEVISION SYSTEMS CORPORATION (Continued)
• Provided support in business planning / budget preparation, report accuracy and forecasting for transaction
volumes, financial and quality impacts, improving customer satisfaction of delivered products.
• Fostered authentic relationships with executives, colleagues, and other key stakeholders, building reputation as
knowledgeable about products and served as “go to person” for results and quality feedback.
• Delivered quarterly reporting to FCC on Optimum’s compliance with installation, troubleshooting, and tracking of
any related issues associated with CableCARD technology.
Supervisor, Contact Center: Business Class 2006 – 2008
Provided support to specialized business class support team of over 24 representatives.
• Built internal support site, supporting representatives in researching and obtaining solutions to potential issues
reported by commercial customers.
• Developed policies and procedures, supporting standardized solution to issues reported by commercial
customers as well as standardized solutions.
Supervisor, Contact Center: Level 2 2005 – 2006
Developed representatives to exceed company goals.
• Worked with development teams to acquire JD Powers and Associated qualifications.
• Assisted in winning Help Desk International Award by working with development team to submit application.
Supervisor, Power to Learn 2008
Developed standard operating procedures and organized standards for daily operation.
Contact Center Representative 2004 – 2006
DEUTSCHE BANK, New York, NY 1997 – 2002
Manager, Global Head of Logistics 2000 – 2002
Created and managed day-to-day operations of Logistics department to support members of the Board of Directors
and executive staff while managing department budget of over $1M.
• Developed and implemented Standard Operational Procedures for Logistics Department.
• Developed and implemented Process Controls for department members, ensuring standardized results.
• Compiled and delivered Security briefings to Executive Committee for overseas trips.
• Accompanied and provided personal protection to Executives in high-risk destinations such as Middle East and
South Africa.
• Designed and implemented specialty training for anti-terrorist driving skills and tactical shooting.
Supervisor, Executive Protection / Transportation Units 1997 – 2000
• Developed mileage tracking report to assist with end-of-year audits on all company owned vehicles.
• Managed daily security assignment for 15 security agents.

3. FREDERICK DEABREU freddeabreu1@gmail.com PAGE THREE
Executive Protection Agent 1997
U.S. MISSION TO THE UNITED NATIONS, New York, NY 1996 – 1997
Sergeant, Diplomatic Protection
• Held “Secret” level security clearance, providing security for U.S. Mission to United Nations and all employees to
include Ambassador to U.N.
UNITED STATES MARINE CORPS 1988 – 1993
Foreign and Domestic
Sergeant
Assigned domestically as well as international, notable services included assignments to American Embassy in
Kathmandu, Nepal and Singapore, with a “Top Secret” Level 4 security clearance.
• Served in special assignments, including protection detail to former President George H.W. Bush, and former
Secretary of State James Baker.
EDUCATION
Information System / Management, Empire State College, Westbury, NY, 2012 – Present
Network Security Administration, The Chubb Institute, Westbury, NY, 2003
Electronic Technology, Nassau Community College, Garden City, NY, 1986 – 1988